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	<title>Customers Are Cool &#187; on premise</title>
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	<description>Putting the customer back in focus</description>
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		<title>Salesforce, Oracle Siebel, SAP CRM, Salesforce, it doesn&#8217;t matter</title>
		<link>http://www.customersarecool.com/2009/11/26/salesforce-oracle-siebel-sap-crm-salesforce-it-doesnt-matter/</link>
		<comments>http://www.customersarecool.com/2009/11/26/salesforce-oracle-siebel-sap-crm-salesforce-it-doesnt-matter/#comments</comments>
		<pubDate>Thu, 26 Nov 2009 13:18:16 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[360 degree customer information]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[Avaya]]></category>
		<category><![CDATA[Avaya CTI]]></category>
		<category><![CDATA[Avaya Siebel integration]]></category>
		<category><![CDATA[business case]]></category>
		<category><![CDATA[business process]]></category>
		<category><![CDATA[configured]]></category>
		<category><![CDATA[configuring CRM]]></category>
		<category><![CDATA[consultancy firms]]></category>
		<category><![CDATA[cool customers]]></category>
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		<category><![CDATA[crm automation]]></category>
		<category><![CDATA[CRM industry best practice]]></category>
		<category><![CDATA[CRM integration]]></category>
		<category><![CDATA[CRM investment]]></category>
		<category><![CDATA[CRM missed]]></category>
		<category><![CDATA[customer self service]]></category>
		<category><![CDATA[Customersarecool]]></category>
		<category><![CDATA[dealing with your customer]]></category>
		<category><![CDATA[Delivery]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[human errors]]></category>
		<category><![CDATA[industry best practice]]></category>
		<category><![CDATA[IVR]]></category>
		<category><![CDATA[manual steps]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[Microsoft CRM]]></category>
		<category><![CDATA[Microsoft CRM Dynamics]]></category>
		<category><![CDATA[on demand]]></category>
		<category><![CDATA[on premise]]></category>
		<category><![CDATA[on the fly]]></category>
		<category><![CDATA[Oracle]]></category>
		<category><![CDATA[Oracle Siebel]]></category>
		<category><![CDATA[potential of CRM]]></category>
		<category><![CDATA[procedure workaround]]></category>
		<category><![CDATA[process]]></category>
		<category><![CDATA[Sales]]></category>
		<category><![CDATA[Salesforce CRM]]></category>
		<category><![CDATA[salesforce.com]]></category>
		<category><![CDATA[SAP]]></category>
		<category><![CDATA[SAP CRM]]></category>
		<category><![CDATA[self service]]></category>
		<category><![CDATA[Service]]></category>
		<category><![CDATA[Shop]]></category>
		<category><![CDATA[Siebel]]></category>
		<category><![CDATA[software selection]]></category>
		<category><![CDATA[software specification]]></category>
		<category><![CDATA[ultimate frontier in CRM]]></category>
		<category><![CDATA[vanilla]]></category>
		<category><![CDATA[Web]]></category>

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		<description><![CDATA[Countless CRM projects have completely missed their mark, and continue to do so. 

Organisations decide it's time to see over the way they deal with their customer and jump straight into software selection. They involve consultancy firms who claim to have built an understanding of  'CRM Industry best practise', and they start configuring right away. 

No CRM software can deliver benefit to the organisation or the customer if you do not first very clearly decide what you want. 

Do you want the smooth phone/CRM integration for managing customer interactions that Avaya/Siebel Oracle can provide you? Is integration with Outlook and other Microsoft products important for you and do you want an easy setup that Microsoft CRM Dynamics can give you? Are you after quick wins with SalesForce? What is the business case for  your CRM investment? Can you afford on Premise, on Demand, customised or not? What does your  business process in Marketing, Sales, Delivery and Service look like? Where does it work well, where does it not? What will you automate and what will remain manual?

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